How to convert an incident to a request

[bkautzman]

Our users have encountered numerous instances where an incident is being submitted for something that should be handled via a service catalog request ticket.   What is the best way to covert the existing incident into a request while maintaining the relevant data that has already been captured?

[dinesh91n]

Hi,

        Try opening the incident and right click on the header then click on create request, you will be redirected to the catalog request page where you can make your request.

[raulron]

Is the Create Request a new feature in Eureka?

We are running Calgary and i do not have this option.

[Pradeep Sharma]

Hi Raul,

Please check in the UI action list of Incident table and it should be available

Please let me know if you have any questions.

Mark this thread as answered if this answers your questions

Thanks,

Pradeep Sharma

[darshanr]

Hi Beau,

You can also handle this throuh Category and Sub category of Incident table.

Category = Wrong Ticket
SubCategory = Convert to SR/Change/Catalog Request

Based on category you can write scripts to copy this data to target table and raise based on that

OR

You can provide UI actions like above Form Menu where user can create request directly from Incident from there and this Incident will be marked as Converted.

Thanks,

Darshan